退款政策

Our basic approach
Sakatsu Global is a specialist store for diorama, miniature, and scale model items. Many of our products are delicate, limited in quantity, handmade, or intended for specific scales and uses.

We take great care to provide accurate product photos, sizes, scales, descriptions, and shipping information before purchase. Please check the product details carefully before placing your order. If you have any questions about the size, scale, condition, contents, compatibility, or whether the item is a finished product or a kit, please contact us before placing your order at info@sakatsuglobal.com.

Damages, defects, and issues
Please inspect your order upon reception and contact us as soon as possible, preferably within 7 days, if the item is defective, damaged on arrival, incorrectly described, or if you receive the wrong item. Please contact us before disassembling, repairing, modifying, or disposing of the item or packaging, so that we can evaluate the issue and make it right.

Depending on the situation, we may ask you to provide photos of the item, packaging, shipping label, and any damaged parts. If the problem is confirmed, we will offer an appropriate solution, such as a replacement, reshipment, partial refund, or refund, depending on the item and circumstances.

You can always contact us for any problems at info@sakatsuglobal.com.

Replacements and reshipments
We will notify you once we have received and reviewed your request, and let you know whether a replacement or reshipment is available. If approved, we will ship the same item or an appropriate replacement without additional charge, where possible.

Refunds for damaged, defective, or incorrectly described items
We will notify you once we have received and reviewed your request, and let you know whether a refund has been approved. If approved, you will be automatically refunded to your original payment method. Please remember that it may take some time for your bank or credit card company to process and post the refund.

Change-of-mind returns
Because many of our products are delicate, limited in quantity, handmade, collectible, or intended for specific scales and uses, we do not accept change-of-mind returns or exchanges unless required by applicable consumer law.

Please check the photos, size, scale, description, product condition, and whether the item is a finished product or a kit before placing your order. We do not accept returns or exchanges simply because the item does not match your intended use, scale, compatibility with other products, or expectations, unless the product was defective, damaged on arrival, incorrectly described, or otherwise required by applicable consumer law.

EU/EEA statutory right of withdrawal
If you are a consumer located in the European Union or European Economic Area, you may have a statutory right to withdraw from your purchase within 14 days after receiving the goods, without giving any reason.

To exercise this right, please use the withdrawal button or link provided on our store where available, or contact us with your name, order number, and the item(s) you wish to withdraw from.

Return shipping costs are the responsibility of the customer, unless the item is defective, damaged on arrival, incorrectly described, or we are required by applicable law to bear those costs. International return shipping may be expensive, so we recommend checking the product details, size, scale, photos, and descriptions carefully before placing your order.

Refunds will be made using the original payment method. We may withhold reimbursement until we have received the returned goods or until you have supplied evidence of having sent back the goods, whichever is earlier.

Condition of returned items
Returned items will be inspected after arrival. If the item has been handled beyond what is necessary to establish its nature, characteristics, and functioning, and this has caused a loss in value, we may deduct the diminished value from the refund.

This may include damage, missing parts, assembly, painting, modification, cutting, gluing, removal from runners, or damage to product packaging where the packaging forms part of the product’s collectible or resale value. Please pack returned items carefully. Damage caused by insufficient return packaging may affect the refund amount.

Custom-made and personalised items
The statutory right of withdrawal may not apply to goods made to the customer’s specifications or clearly personalised items. This may include custom-made dioramas, made-to-order works, personalised 3D printed items, or items produced or modified according to your individual request.

If you have any questions about a custom-made or personalised item, please contact us before placing your order.

Nothing in this policy limits your statutory rights
Nothing in this policy is intended to limit any mandatory rights you may have under applicable consumer law.